Job Description

About the Role & TeamFueled by our client and business growth, we are looking for a Sr. Customer Success Manager to be based in our IDC Beijing office. This person at IDC plays a pivotal role in fostering strong bonds with customers, driving their success, retention, and advocacy to support future growth. This position is dedicated to generating value for our largest enterprise customers by guiding them in developing tailored plans to onboard, adopt, and effectively utilize IDC products to achieve their desired outcomes. This person strives to ensure customers become healthy, adopted, and referenceable, demonstrating tangible value-based outcomes and readiness to expand IDC product usage across their organization. Additionally, CSMs proactively anticipate and address customer concerns and challenges by implementing and promoting best practicesWhat You’ll Do

• Driving Account Value Realization: Manage customer relationships to maximize customer satisfaction and ensure continued engagement with IDC’s products. Understand customers’ strategic goals, challenges, and how IDC’s solutions can address their needs.
• Developing Account Strategy and Expansion: Build strategic account plans to deepen relationships with client stakeholders, positioning IDC as the preferred market intelligence / tech insights partner. Engage senior customer executives to understand their vision, align on mutual goals, develop, maintain, and execute customer Success Plans, documented client maps, and ROI demonstration. Ensure Success Plans are aligned with customer business priorities and are continuously reviewed and updated throughout the customer lifecycle.
• Ensuring Customer Enablement & Adoption: Manage onboarding and solution adoption, ensuring clients see value from IDC’s offerings. Drive regular executive reviews and deliver customer success milestones, collaborating with internal teams to resolve customer issues, and refine product alignment.
• Customer Relationship Development: Navigate customer organizations to strengthen relationships and understand business needs.
• Performance and Business Reviews: Conduct regular business reviews, reinforce ROI, and identify innovative solutions.

What You Bring

• Minimum 7+ years of customer success or account management experience within the business services, market intelligence, and tech insights industries; prior experience in market research a strong plus
• Bachelor’s degree required
• Customer Understanding: Proven ability to understand customer business objectives, strategize around challenges, and develop growth plans focused on delivering measurable value
• Customer Management: Excellent customer relationship skills, adept at growing and retaining accounts, identifying risks, and building new relationships
• Problem-Solving: Customer-focused with strong problem-solving abilities, creativity, innovation, and solution orientation
• Communication: Effective written and verbal communication skills for presenting business concepts across all organizational levels
• Team Player: Ability to work collaboratively with cross-functional teams, including sales, delivery team, and support
• Knowledge of Salesforce and Microsoft 365
• Knowledge of tools like Power BI or ChurnZero is preferred

Why This Role Stands Out At IDC, your work helps shape how the world understands technology and where it goes next. You collaborate with curious, high-caliber colleagues who value rigor, integrity, and shared success. As the premier global provider of trusted technology intelligence, IDC equips business and technology leaders with the evidence they need to make confident decisions. Our insights inform strategy, investment, and innovation across industries and regions.

Recognized by IIAR as Analyst Firm of the Year for five consecutive years, IDC sets the standard for credibility and impact. With more than 1,000 analysts worldwide and a truly global perspective, we combine deep expertise with practical relevance. Here, your ideas matter, your voice is heard, and your contributions provide the insights leaders rely on every day. It is meaningful work, backed by a culture that supports growth, collaboration, and long-term career development with a globally respected brand.

What we offer

• Work-life balance with standard office hours (Mon–Fri)
• Year-end Christmas & New Year shutdown
• 15–25 days Annual Leave (based on tenure)
• Comprehensive leave benefits (medical, parental, marriage)
• Social security & medical insurance coverage
• Grow your career with a globally respected firm

Equal Opportunity Employer

IDC is committed to providing equal employment opportunities for all qualified persons. Employment eligibility verification required. We participate in E-Verify.

#LI-NS1